Senior Service Experience Lead

4 days ago


Preston, Lancashire, United Kingdom Lancashire County Council Full time

About the Role

Lancashire County Council is seeking a skilled Senior Service Designer to join our Change Team. This pivotal role involves leading, developing, and mentoring the service design community across the County Council.

As a Senior Service Designer, you will set high standards and ensure professional growth, directly contributing to the most complex and impactful change programmes.

Key Responsibilities:

  • Develop the Service Design Community - Play a key role in building and nurturing the service design community across Lancashire County Council.
  • Support Complex Service Design - Partner with colleagues to capture and use data to inform responses to our most complex, risky, and interdependent services.
  • Lead by Example - Lead a multidisciplinary team to frame problems, enhance end-to-end experiences, and support implementation of major change programmes.
  • Championing Service Design - Be an ambassador for service design, championing it as a critical tool to enable change programmes.
  • Change Planning - Work closely with large, complex service areas to develop their transformation plans, identifying opportunities for transformation and coaching teams to create ambitious plans.
  • Management - Provide management of other Change Team members.

What We're Looking For:

  • Experience - Extensive experience in service design and user research, including leading complex, multi-disciplinary programmes.
  • Engagement - Proven ability to engage with diverse stakeholders, and translate their needs into service delivery.
  • Leadership and Mentoring - Strong leadership and mentoring skills, with experience in building and guiding teams.
  • Communication and Stakeholder Management - Excellent communication and stakeholder management skills, particularly in coaching and influencing senior leaders.
  • Passion for Change Programme delivery - A strong passion for transformation and the ability to advocate for user-centred design.


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